Senior Customer Success Specialist - Commercial

Wolters Kluwer Health's Pharmacy Health Technology (PHT) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of product visionaries collaborate to provide advanced clinical decision support and patient engagement solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.

PHT’s mission is to improve care worldwide. To achieve this vision, PHT has worked to deeply understand the challenges facing Clinicians and Care Management organizations as they strive to engage patients to become active participants in their own care. The patient role in achieving regulatory, financial, and clinical outcomes is key to organizational success; we are searching for a Sr. Customer Success Specialist to support these initiatives to bolster our renewal growth business within PHT.

Essential Duties and responsibilities

The Senior Customer Success Specialist plays a high-impact role in managing strategy and product utilization across the PHT product portfolio. They serve as an advisor for our Account Base and are responsible for optimizing customer outcomes to ensure alignment with the customers clinical and patient facing strategic goals and other business initiatives. They ensure customer relationships are established and strengthened, drive product adoption and ensure utilization goals are achieved to maximize value realization, implementation projects are well-managed, communication plans are effectively designed and executed, and ongoing performance is managed. They work directly with Sales Teams to ensure that customer needs are identified and satisfied, that expectations are met and exceeded, and that renewals and growth are achieved.

• Customer Relationship Management
• Partner with Sales to build and maintain the health and well-being of Account Base, effectively managing customer expectations, and supporting success and renewal
• Act as PHT liaison for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts
• Complete and assist in Customer Business Reviews to align on progress, ROI, and future opportunities in collaboration with management and Sales
• Develop and deliver compelling presentations and facilitate discussions with key stakeholders
• Share best practices and encourage their adoption to maximize product value and outcomes
• Design workflows, trainings, and deployment plans to meet unique customer needs
• Achieve support for process and performance improvement plans related to customer success, product development, and service improvements based on customer feedback
• Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to achieve and maintain customer support
• Manage and nurture relationships with key decision-makers and stakeholders
• Develop an understanding of the Account Base goals, pain points, and long-term objectives to align PHT’s solutions with their needs
• Ensure the products deliver measurable value to the customer, while educating decision-makers and stakeholders on the tangible benefits being provided
• Foster relationships with both internal teams and customers, continuously working to deepen trust and collaboration. Build a wide network of internal champions for WK products and leverage these relationships to drive product adoption and customer satisfaction
• Implementation and Project Management
• Understand and uncover customer needs, initiatives, and deployment opportunities
• Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities with milestones and goals. This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration, and execution; training & onboarding; communication plans & digital programs; reporting, etc.)
• Assess internal resource needs and requirements for efficient and effective implementation
• Report on progress and effectiveness of plans to customer leadership, sales and internal stakeholders. Identify and monitor potential risks to the customer relationship or satisfaction and proactively trigger escalation paths and develop remediation strategies when necessary
• Executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training and best practices tailored to the needs of high-value accounts
• Ensure plan execution by direct contribution and oversight of assigned team members’ efforts, prioritizing efforts and resources for assigned customer portfolio.
• Ongoing Utilization Management
• Oversee and analyze customer utilization patterns to identify areas of risk, opportunity, and need
• Present insights that showcase how PHT solutions contribute to their goals
• Conduct utilization reviews with customer providing actionable insight into product usage and making data-driven recommendations for improvement
• Work with customers to re-engineer workflow processes where necessary
• Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns
• Identify cross-sell/up-sell opportunities by assessing customer needs and aligning additional products, services, or features that drive value and enhance their experience

Other RELATED Duties

• Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances
• Act and communicate professionally as a representative of the PHT team
• Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs
• Track and document project plans, status and progress

Performs other duties as assigned by supervisor.

Job Qualifications

Education: Bachelor’s degree in Business/Health Administration or related is preferred, or equivalent experience. Advanced degree or equivalent recommended.

Experience:

• 3+ years healthcare experience in a Saas-based customer success, account management or Payer care management capacity
• Demonstrated experience meeting or exceeding KPIs/goals
• Strong organizational skills and ability to multitask and prioritize effectively
• Growth mindset, flexible and agile in an evolving landscape
• Critical thinker, curious by nature, and a self-starter

Other Knowledge, Skills, Abilities or Certifications welcomed:

• Familiarity with care management systems (ZeOmega, TRUCARE, Guiding Care, etc)
• Knowledge of healthcare payer quality metrics (HEDIS, STAR, etc.)
• Account management or experience maintaining and growing a book of business, strongly preferred
• Excellent project management skills to track implementations
• Familiarity with customer success platforms and CRMs (Salesforce, preferred)
• Data-oriented, consultative approach to promote product utilization with customers
• Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives
• Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

Travel requirements

~10-15%

Physical Demands

Normal office environment.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.